Customer Success Manager

Customer Success Manager

Austin TX

Job Description/Summary:

The Customer Success Manager maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship management role - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Some experience in developing and maintaining client relationships is required.

Primary Responsibilities:

• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
• Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals
• Create, execute and oversee action plans to track customer activities and projects and ensure engagement by appropriate parties throughout
• Continually capture and monitor customer business drivers to ensure optimal solutions and further client engagement with SpyCloud products/services
• Identify up sell opportunities based on needs of the customer or new production rollouts

• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption
• Inform and report account status up to VP, Customer Success

Key Qualifications and Requirements:

• Self starter with drive to succeed
• Must be proficient in both oral and written communication and able to tailor message format and content to specific audience(s)
• Superior active listening skills are required
• Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
• Excellent analytical capabilities to breakdown complex tasks into executable and measureable steps
• Creative problem solver, able to accomplish goals through a variety of processes and tools
• Capability of talking to and staying abreast of technical developments at SpyCloud
• Ability to deal with complex customer relationships

Highly Desired Skills: 

• 3-5 years of Customer Success Management experience in a client facing role
• Familiarity with Software as a Service (SaaS) solutions
• Cyber security and ATO prevention experience a plus

Education:

• BA/BS/Undergraduate
• Competency with Microsoft's suite of business products
• Salesforce and Zendesk experience is a plus